Pre-paid wireless interactive voice response system with variable announcements

ABSTRACT

A wireless communications system providing interactive voice response is disclosed. The system is menu-driven, and can accept information and requests from customers. In response to one type of request, the system can provide the customer with information regarding one or more previous transactions. The system also includes provisions that permit customers to retrieve multiple previous transactions.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.11/459,865, filed on Jul. 25, 2006, entitled “PrePaid WirelessInteractive Voice Response System with Variable Announcements,” which isa continuation of U.S. patent application Ser. No. 11/295,825, filedDec. 7, 2005 (U.S. Pat. No. 7,184,748), which is a continuation of U.S.patent application Ser. No. 09/749,399, filed Dec. 28, 2000 (U.S. Pat.No. 7,653,377), which claims priority to U.S. Provisional PatentApplication No. 60/216,698, filed Jul. 7, 2000, which applications areincorporated by reference, herein.

BACKGROUND

1. Field of the Invention

The present invention is directed to a wireless interactive voiceresponse system, and more particularly, to an interactive voice responsesystem for pre-paid wireless customers.

2. Background of the Invention

Current pre-paid wireless communications systems require more voicechannels to provide voice, data, and IVR (“Interactive Voice Response”)services than post-paid wireless services. The requirement of additionalvoice channels is needed to ensure that all prepaid calls are properlymanaged by a prepaid system for real-time debiting. These additionalresources are inefficient and costly for wireless carriers. Wirelessstandard organizations throughout the world, such as TIA/EIA-41 andEuropean Telecommunications Standards Institute (ETSI), have recognizedthis problem and have recently proposed the use of Common ChannelSignaling System 7 (CCS7) Intelligent Network (IN) services. Thefollowing example shows a typical prior art pre-paid wireless systemwithout Intelligent Network functionality.

FIG. 1 is a schematic drawing of a prior art system 100 for providingIVR services for pre-paid customers. When a call is placed from awireless device 106 (for example, a wireless telephone), the call isrouted to mobile switching system 102 (which contains a Home LocationRegister (HLR), Visiting Location Register (VLR) and switch) through afirst voice path or voice channel 107. The call is then routed through asecond voice path 108 to a peripheral device 104. The peripheral device104 communicates with a database 110 and retrieves information regardingthe calling party's account. One of the items peripheral device 104retrieves is information regarding the amount of funds the calling partyhas available in the account. It is important to monitor pre-paidcustomer accounts on a per-call basis to prevent prepaid customers fromexceeding their account balances.

Once peripheral device 104 has retrieved the calling party's accountinformation, peripheral device 104 determines if the calling party hassufficient funds in the account to complete the call. If the peripheraldevice 104 determines that the calling party has sufficient funds, thenperipheral device 104 returns the call back to mobile switch 102 via athird voice path 112. Mobile switching system 102, upon receiving thecall from peripheral device 104, then completes the call via a fourthvoice path 114.

Alternatively, if peripheral device 104 includes a switch fabric, thenperipheral device 104 can complete the call via a fifth voice path 116.In this case, peripheral device 104 would not need to route the callback to mobile switching system 102 via the third voice path 112, norwould the fourth voice path 114 be needed.

Peripheral device 104 must remain active for the duration of the call.Peripheral device 104 decrements the customer's account in real timeduring the call, and if the customer exhausts all of the funds availablein the account, peripheral device 104 terminates the call. Peripheraldevice 104 is capable of terminating the call because the voice path isrouted through it.

The process for handling incoming calls is similar. Mobile switchingsystem 102 routes the incoming call to peripheral device 104 via asecond voice path 108. Peripheral device 104 communicates with database110 to determine account information and to manage the call. Peripheraldevice 104 then returns the call to mobile switching system 102 via athird voice path 112. Mobile switching system 102 then completes thecall to the mobile device 106 via a first voice path 107.

In addition to participating in every outgoing and incoming call, theperipheral device 104 also provides IVR (“Interactive Voice Response”)services. The user of mobile device 106 dials a predetermined number,the “customer service number” or a unique number dedicated to accessingthe prepaid IVR, to obtain customer service or prepaid IVR menu access.When the customer service number or unique number is dialed, mobileswitching system 102 routes the call to peripheral device 104. Thisperipheral device can be the same device that manages and accounts forcalls, or it can be a different peripheral device

Because peripheral device 104 must both receive instructions from a userand also communicate with the user, two voice paths 108 and 112, one toand one from the peripheral device 104, are required for prepaid IVRservices. After peripheral device 104 has been contacted by mobileswitching system 102, peripheral device 104 determines that the call isa customer service or prepaid IVR call based on the dialed telephonenumber. After peripheral device 104 has determined that the customerservice number or unique number has been dialed, peripheral device 104provides customer service by the use of prepaid IVR.

Traditional IVR systems are generally menu-driven, and users indicatetheir selections by pressing numbers on their numeric keypads. Withtraditional prepaid IVR systems, users could perform basic functions,such as checking their current account balances.

One of the major drawbacks of conventional pre-paid wireless systems isthe number of voice paths, or channels, required to complete a call. Inthe examples above, either three or four voice paths were required tocomplete one telephone call. In addition, at least one or two voicepaths were required between a mobile switching system and a peripheraldevice. This conventional arrangement consumes excessive systemresources. Additionally, the prior art peripheral devices, such asperipheral device 104 mentioned in the examples above, are expensive andproprietary. They are often custom-built devices that are made for asingle application. Thus, they are expensive to purchase or lease, andmaintenance is also expensive. Accordingly, the use of a custom-builtproprietary device and the use of multiple-voice paths is notcost-effective and consumes excessive system resources.

Another drawback of conventional pre-paid IVR systems is the lack ofuseful features and the lack of flexibility of the IVR. Conventionalpre-paid wireless IVR systems include only basic and rudimentaryfunctions. Because of this, they often fail to fulfill the service needsof customers. When this occurs, customers request the help of a live CSR(“Customer Service Representative”). Live CSRs are very costly, and anysystem that can reduce the number of customers who request theassistance of a live CSR (because they are unsatisfied with theassistance they receive from the IVR), greatly increases cost savings tothe wireless communications service provider.

Pre-paid wireless customers are a particular group of customers thatfrequently request customer assistance. This is due to their accountingarrangement. In contrast to post-paid customers, who receive periodicbills after they have used wireless communications services, pre-paidwireless customers first provide funds to a pre paid wireless account.As they use wireless communications services, funds are deducted fromtheir pre-paid account. It is often difficult for pre-paid wirelesscustomers to remember the frequency and duration of each call theyplace, and even more difficult for them to calculate or estimate theamount of funds deducted for each call. In addition to these difficulttasks, pre-paid wireless customers do not always keep a running total offunds deducted from their pre-paid accounts.

Most pre-paid wireless customers do not record or remember such detailedinformation about their pre-paid accounts, so they frequently resort tocalling customer service ‘simply to check the remaining balance on theirpre-paid accounts. Another need, the need to add funds to the accounts,also generates frequent calls to customer service. This results in veryfrequent calls in to customer service by prepaid wireless customers.Because pre-paid wireless customers tend to be the least profitablecustomers, traditional pre-paid wireless communications serviceproviders are left in a situation where their least profitable customersare the customers who are the most costly to support. This higher needfor customer service to support prepaid wireless customers forceswireless carriers to purchase or design IVRs that support these needs.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic drawing of a prior art system for providing IVRservices for pre-paid customers.

FIG. 2 is a schematic drawing of a preferred embodiment of the presentinvention.

FIG. 3 is a schematic diagram showing the transactions performed in anembodiment of the present invention.

FIG. 4 is a schematic drawing showing a preferred embodiment of asecurity system.

FIG. 5 is a schematic diagram of a main menu for an IVR in a preferredembodiment of the present invention.

FIG. 6 is a schematic diagram of a submenu for an IVR in a preferredembodiment of the present invention.

FIG. 7 is a schematic diagram of a submenu for an IVR in a preferredembodiment of the present invention.

FIGS. 8A-8C are schematic diagrams showing the preferred embodiment ofthe account profile menu, including submenus, used in the presentinvention.

FIG. 9 is a flow diagram that illustrates a preferred embodiment of theannouncement feature of the present invention.

SUMMARY AND OBJECTS OF THE INVENTION

The present invention can be implemented by the use of a wirelesscommunication system that provides interactive voice response includinga mobile switching system adapted to communicate with at least onewireless device, for example, a wireless telephone capable ofestablishing a control channel and a voice channel with the wirelessdevice. The system also includes a Intelligent Network device called aService Control Point (“SCP”) in communication with the mobile switchthat is capable of retrieving customer information. The SCP includes anIVR application. The system also includes an Intelligent Network devicecalled an Intelligent Peripheral (“IP”) where the IVR announcementrecordings or other specialized user interaction resources reside, areunder the control of the SCP, and in communication with the mobileswitching system. The Intelligent Peripheral is adapted to playvoice-recorded messages through a voice channel to the mobile switch,and ultimately to the wireless device. Preferably, the mobile switchcommunicates with the SCP using CCS7 Intelligent Network signaling. Thisis also called Transactional Capabilities Application Part (“TCAP”)messaging and the SCP communicates with the IP using either TCAPmessaging or communications using TCP/IP protocols.

In another aspect, the invention includes a wireless communicationssystem that can route a calling party immediately to the IVR when thesystem receives a predetermined dialed number. The dialed number can bean abbreviated number.

In another aspect, the invention includes an interactive voice responsesystem for pre-paid wireless services that has a peripheral device incommunication with a mobile switching system, the mobile switchingsystem is capable of communicating with at least one wireless device. AnIVR application on the peripheral device includes a menu driven systemadapted to receive information from a customer. When the IVR applicationreceives certain information from the customer, the menu driven systemresponds to by reciting at least one previous transaction.

In another aspect, the invention includes an interactive voice responsesystem for pre-paid wireless services including a peripheral device incommunication with a mobile switching system, and the mobile switchbeing capable of communicating with at least one wireless device. An IVRapplication on the peripheral device includes a menu driven systemadapted to receive information from a customer. When the menu drivensystem receives certain information from the customer, it responds byreciting at least one location at which pre-paid calling cards can bepurchased. The customer can provide zip code, or other locationinformation.

In another aspect, the invention includes an interactive voice responsesystem for pre-paid wireless services including a peripheral device incommunication with a mobile switch, and the mobile switch being capableof communicating with at least one wireless device. An IVR applicationon the peripheral device including a menu driven system adapted toreceive information from a customer. The menu driven system responds tothe information received from the customer by reciting the current rateplan of the customer.

In another aspect, the invention includes an interactive voice responsesystem for pre-paid wireless services including a peripheral device incommunication with a mobile switch, and the mobile switch being capableof communicating with at least one wireless device. An IVR applicationon the peripheral device including a menu driven system adapted toreceive information from a customer. The menu driven system includesprovisions that permit users to change the type, frequency, content, andoccurrence of prompt information without the assistance of a customerservice representative.

Accordingly, the present invention is directed to a wirelesscommunication system that provides interactive voice response thatsubstantially obviates one or more of the problems due to limitationsand disadvantages of the related art.

An object of the present invention is to conserve system resources.

Another object of the present invention is to provide a system forproviding IVR where standard components and devices are used, and theuse of custom-built products is reduced or eliminated.

Another object of the present invention is to reduce the cost ofpurchasing and maintaining an IVR system.

Another object of the present invention is to provide a system thatminimizes the number of voice channels or voice paths necessary tocomplete a pre-paid wireless telephone call.

Another object of the present invention is to reduce the number ofcustomer service calls that request the assistance of a live CSR.

Another object of the present invention is to provide an IVR system thatis flexible and can be tailored by each customer.

Another object of the present invention is to provide an IVR system thatallows customers to review detailed account information.

Another object of the present invention is to provide an IVR system thatallows customers to retrieve details of their transactions.

Another object of the present invention is to provide an IVR system thatallows customers to modify and change the type, frequency, content, andoccurrence of prompt information without the assistance of a customerservice representative.

Another object of the present invention is to provide an IVR system thatallows customers to retrieve information regarding locations where theycan go to replenish their accounts.

Additional features and advantages of the invention will be set forth inthe description which follows, and in part will be apparent from thedescription, or may be learned by practice of the invention. Theobjectives and advantages of the invention will be realized and attainedby the structure and steps particularly pointed out in the writtendescription, the claims and the drawings.

DETAILED DESCRIPTION OF A PREFERRED EMBODIMENT(S)

FIG. 2 is a schematic drawing of a preferred embodiment of the presentinvention. System 200 is an Intelligent Network comprising a mobileswitching system 202, an SCP (“Service Control Point”) 204, and anIntelligent Peripheral (“IP”) 206, and an Signaling Transfer Point (STP)214. In some cases, an Intelligent Network device, called a Service Node(SN), combines the functions of an SCP and an IP. For systems using anSN, a single SN would replace the SCP and the IP. One way to understandthe principles of the present invention is to consider an example of acustomer using the interactive voice response system in accordance withthe present invention.

A wireless device, for example a mobile phone, 208 places a call.Assuming the customer owning the wireless device has interactive voiceresponse capabilities, the following occurs when the customer places acall. Generally, the entire time the wireless device 208 is within therange of mobile switching system 202, a control channel 210 isestablished between mobile switch 202 and wireless device 208. Inaddition to the existing control channel 210, when the call isoriginated, a voice channel 212 is established between the wirelessdevice 208 and the mobile switching system 202.

When the call is originated, mobile switching system 202 receives thetelephone number of the wireless device, and the dialed digits. Usually,the dialed digits are the telephone number of the called party, but thedialed digits can also be a code. Mobile switching system 202 determinesif the calling party has Intelligent Network (IN) services. if mobileswitching system 202 determines that the calling party has IN services,then mobile switching system 202 initiates communications with SCP 204for instructions on how to proceed with the call.

Within the initial communication from the Mobile switching system 202 tothe SCP 204, the mobile switching system 202 sends the dialed digits,the telephone number or code entered into wireless device 208, and thetelephone number, or originating number, of wireless device 208 to SCP204 using IN TCAP messages. In an exemplary embodiment, IN TCAPmessaging according to the wireless standards body known as EIA/TIA-41Interim Standard (IS) 826, also known as Wireless Intelligent Network(WIN) Phase 2, Pre-Paid, is used as the IN TCAP protocol. An STP 214, anSS7 router, helps to properly route the call from mobile switchingsystem 202 to SCP 204. IN TCAP messaging is used as the communicationsprotocol between mobile switching system 202 and SCP 204. There aredifferent types of TCAP protocols within wireless networks. GlobalSystems for Mobile. Communications (GSM) wireless systems use TCAPmessaging format defined by the European Telecommunications StandardsInstitutes (ETSI) standard organization. AMPs, TDMA, and CDMA wirelesssystems use TCAP messaging format defined by EIA/TIA-41 standardsorganization.

An IVR application 216 resides on SCP 204. This application 216 includesinstructions and software for handling IVR services. There are manysituations in which IVR services are used. In some instances, customerswho want customer service dial a specific number to obtain IVR services.Some subscribers are given voice prompts or messages each time they usetheir wireless device 208, and some subscribers are occasionally givenIVR services, voice prompts or messages (but not every time they usetheir wireless device 208). SCP 204, given the called party's telephonenumber and other criteria, can determine whether to provide IVR servicesto this customer during this call.

If SCP 204 determines that IVR services are required during the call,SCP 204 communicates with mobile switching system 202 to establish aconnection with IP 206. SCP 204 preferably uses IN TCAP messaging tocommunicate with mobile switching system 202. Mobile switching system202 will then establish a connection with IP 206, preferably, by the useof a voice trunk. Thus, a voice channel 218 now exists between mobileswitching system 202 and IP 206. After voice channel 218 has beenestablished between mobile switching system 202 and IP 206, IP 206communicates with the SCP 204 and informs SCP 204 that a voice channel218 has been established and waits for the next instruction. Thecommunications between IP 206 and SCP 204 are conducted using IN TCAPmessaging or are conducted using TCP/IP Protocol.

In this embodiment of the invention, the provisions that provide thevoice prompts and voice message recordings of IVR services reside on IP206. In this embodiment, IP 206 is the device that actually speaks tothe customer. After IP 206 queries SCP 204, SC? 204 returns informationto IP 206 and permits IP 206 to send the appropriate voice messages towireless device 208 via mobile switching system 202.

FIG. 3 shows an embodiment of the present invention expressed in atransactional diagram. These diagrams are sometimes referred to as“Ping-Pong” diagrams.

Starting in the upper right hand corner, a wireless device, such as awireless telephone 322 or a land line telephone 320 places a call to anappropriate telephone number. In first step 301, the call is routed tomobile switch 324. The wireless device 322 preferably dials abbreviateddialing digits and the land line telephone preferably dials a toll freenumber. Once mobile switch 324 receives the call, the mobile switch 324communicates to the Home Location Register (HLR) 326 in step 30IA usingIN TCAP messaging. HLR 326 determines if the call requires the use ofany IN services. Preferably, HLR 326 determines whether IN services arerequired for the call by using the dialed digits from landline 320 orthe originating number of mobile device 322. In step 301B, HLR returnsthe call to mobile switch 324, preferably using IN TCAP messaging, withinstructions on how to route the call. If the call does not require INservices, then mobile switch 324 routes the call in a known manner. Ifthe call requires IN services, as is the case in this example, thenmobile switch 324 requests instructions on how to route the call fromSCP 328 in step 302A. Preferably, communications between mobile switch324 and SCP 328 are conducted in either TCP/IP or IN TCAP messaging.

An application for prepaid customers preferably resides on SCP 328. Oncethe SCP's prepaid application determines that the dialed number shouldbe routed to an IVR system, SCP 328 will send a TCAP message to mobileswitch 324. This message from SCP 328 to mobile switch 324 is shown asstep 303. This message informs mobile switch 324 to establish a voiceconnection between itself and an IP 330. In step 304, a voice path isestablished between IP 330 and mobile switch 324 using an IntegratedServices Digital Network User Part (ISUP) type voice trunk.

In steps 305 and 306, IP 330 communicates with SCP 328. IP 330 requestsinstructions from SCP 328 and SCP 328 responds to those questions bycommanding IP 330 to play various messages. In step 307, IP 330 plays aninitial announcement or message to the customer over the establishedvoice path. In the step 308, the calling party and IP 330 interact asthe calling party transmits commands to IP 330. IP 330 responds to thosecommands and provides the calling party with requested information. Theinteraction between the calling party and IP 330 continues for some timeuntil the calling party hangs up or the call is interrupted. After thecall has ended, in step 309 the system performs TCAP disconnectprocedures.

The IVR Session

The present invention includes unique IVR features. But, beforecustomers can access these features, they must first navigate through asystem of security by providing proof of their identity to the system inorder to gain access to IVR customer support.

FIG. 4 is a schematic showing a preferred embodiment of a securitysystem. Wireless device 402 can gain access to IVR customer support bydialing a predetermined number. In a preferred embodiment, thepredetermined number is an abbreviated number containing less than 10digits. In another preferred embodiment, the predetermined number is athree digit number. In an exemplary embodiment, the predetermined numberis x11, for example, 511, 611, or 711.

A customer can also gain access to IVR customer support through a landline phone 404. Preferably, a customer gains access to IVR customersupport through a land line phone 404 by dialing a different, secondpredetermined number. Preferably, this second predetermined number is a1-800 number, for example, 1-800-XXX-XXXX, where the X can representdifferent numbers.

Once a customer dials either one of those predetermined numbers, thecall is routed to the IVR customer support system 400. The first step406 of the system is to permit customers to select the appropriatelanguage for the IVR customer support session. This step is optional andsome embodiments of the present invention omit this step. The system 400can provide any number of different language selections, depending onthe demographics of the customers who might use system 400. Once thelanguage selection is made, system 400 conducts the IVR session in theselected language.

Of course, the system can conduct the IVR session in any language, butfor clarity, the remainder of this description assumes the session isconducted in English, keeping in mind that other languages could also beused. The flow chart of FIG. 4 applies, no matter which language isselected in step 406. After a language is selected in the first step406, the system 400 then asks for the correct MIN (mobile identificationnumber) in step 408. System 400 can either determine if a wirelessdevice 402 or a land line phone 404 is calling system 400 by reviewingthe calling party's telephone number. If system 400 determines that awireless device 402 is calling, then system 400 can assume that the MINis the calling party's telephone number. For land line calls, system 400requests the entry of an appropriate MIN.

If a customer fails to enter the correct MIN on the third try, system400 makes the decision to terminate the customer's IVR session in step410. At this point, system 400 can either transfer the call to a CSR(customer service representative) or inform the customer of the problemand end the call.

Returning to step 408, and assuming the correct MIN has been received bysystem 400, the customer is then asked to enter the correct passcode instep 412. If an incorrect passcode is entered for the third time 414,then system 400 terminates the call.

Assuming the correct passcode has been received, system 400 then sendsthe customer to the IVR main menu 418. Before the customer is sent toIVR main menu 418, an optional message 416 containing the customer'scurrent account balance can be played.

As shown in FIG. 5, IVR main menu 418 contains several options. In theexample shown in FIG. 5, customers can choose any one of the followingoptions: (1) add to an account or listen to account information 501, (2)technical assistance and roaming information 502, (3) replenishmentlocations or sales 503, (4) account profile 504, (5) promotions 505.Customers enter their selection by pressing the number corresponding totheir choice on their numeric keypad.

A numbering convention is used throughout this disclosure. An example ofa possible number that could be used to designate a particular choice isshown in the item. For example, the numbers shown in items 501-505 areexamples of numbers than can be assigned to those options. In thisexample, the customer would press the number 4 on their numeric keypadto receive information regarding their account profile. Additionally,there are three options available to the customer at all times. Thecustomer can, at any time, press “0” to speak with a CSR, the customercan press “9” to have the current menu options replayed, or the customercan press “*” to return to the main menu.

(1) Add to Account or Listen to Account Information 501

If the customer chooses the first option, namely, to add to the accountor listen to account information by pressing “1”, the customer ispresented with an array of options in this category, as shown in FIG. 6.The options are (1) add to account using a pre-paid card 601, (2)account balance 602, (3) last five calls 603, (4) last fivereplenishments 604, (5) rate plan information 605.

By selecting “1” in menu 501, customers can add to their accounts.Preferably, this option allows additions to accounts by the use ofcertain types of transactions. Preferably, those transactions includethe use of pre-paid calling cards that include PINs. Unlike the PINs(Personal Identification Numbers) used in the banking industry inconnection with automated teller machines that confirm the identity of acustomer as the legitimate owner of a card, PINs in the context ofpre-paid wireless communications services refer instead to numbers onpre-paid calling cards. These calling cards can be purchased in variousdenominations.

At step 601, system 400 requests the entry of a PIN. When customersenter the PIN number, system 400 can determine the value added to thecustomer's account, based on the PIN. System 400 can also determine ifan invalid or fraudulent pin number has been entered. If an invalidnumber has been entered, system 400 will refuse to add value to thecustomer's account and may notify the customer of the error. System 400may also provide additional opportunities to the customer to enter avalid pin number.

Assuming a valid pin number has been entered by the customer, system 400then adds the value to the customer's account. After the customer hasadded funds to the pre-paid wireless account, system 400 preferablyconfirms the dollar amount of the transfer and can also preferablyindicate the new account balance in step 608.

Customers can also check their account balances by selecting “2”. System400 responds to this selection by telling the customer the currentaccount balance. System 400 can also tell customers the expiration datefor their accounts. Some wireless telephone service providers limit theduration of accounts. This can be accomplished by setting an expirationdate with pre-paid cards. The expiration dates can vary with the amountof the calling card. For example, a $10.00 card may have an expirationdate 30 days after first use, a $20.00 card may last 45 days, a $30.00card may last 60 days and so on. As new pre-paid cards are added to theaccount, the expiration date of the account is reset. By selecting “2,”customers can listen to the current expiration date for their account.

By selecting “3” customers can retrieve information regarding their lastseveral calls. Either a predetermined number of calls, for example 5, ora selected number of calls can be retrieved. The system can ask thecustomer for the number of previous calls, once that number has beenreceived by the system, the system plays back information regardingthose calls. Once the number of calls has been determined, system 400gives the customer information related to those calls. In a preferredembodiment, system 400 tells the customer the date and time of the call,whether the call was an incoming or outgoing call, the duration of thecall, the cost of the call, and the other party's telephone number. Forexample, system 400 could recite the following to the customer, “January2 incoming call at 8:42 AM for 12 minutes from 707-555-1122.” System 400could continue to recite the other recent calls in a similar manner.System 400 can recite all of the selected items, or system 400 can waitafter an item has been recited for the customer to respond, preferablyby pressing a button, before proceeding to the next item.

Selection 4 from this menu permits customers to review the last severalreplenishment transactions. Either a predetermined number of calls, forexample 5, or a selected number of calls can be retrieved. The systemcan ask the customer for the number of previous calls, once that numberhas been received by the system, the system plays back informationregarding those calls. Once the number of calls has been determined,system 400 gives the customer information related to those calls. Oncethe number of previous replenishment transactions has been determined,system 400 gives the customer information related to those transactions.In a preferred embodiment, system 400 tells the customer the date andtime of the transaction, along with the amount. For example, system 400could recite the following to the customer, “On December 23, at 8:50 PM,fifty dollars were added to your account.” System 400 would continue torecite the other recent transactions in a similar manner.

System 400 can recite all of the selected items, or system 400 can waitafter an item has been recited for the customer to respond, preferablyby pressing a button, before proceeding to the next item.

Customers can retrieve information regarding their current rate plan byselecting “5”. System 400 can be programmed so that any informationrelated to the plan can be disclosed to the customer. Preferably, system400 tells the customer the name of the rate plan, the features andservices that are included in the rate plan, and the amount of any fees,for example, daily access fees, or other charges associated with therate plan.

(2) Technical Assistance and Roaming Information 502

In choosing the second option, the customer requests technicalassistance or information related to roaming. After the system hasreceived this selection, the system preferably refers the customer to atechnical service representative. This representative assists thecustomer with any technical problems and can provide customers withroaming information.

(3) Replenishment Locations or Sales

There are several ways to add funds to a pre-paid wireless account.Customers can go to a store or kiosk that sells and services wirelessphones. From there, customers can deal directly with a customer servicerepresentative, make payment, and have the CSR contact the pre-paidwireless service provider to inform the provider that additional fundshave been placed in the customer's account.

Another option available to customers is the use of pre-paid cards,mentioned above. These cards are widely available at a variety ofdifferent locations, such as convenience stores (7-Eleven for example),electronics stores (Circuit City or Best Buy, for example), discountstores, grocery stores and other retail outlets.

These pre-paid cards are available in various denominations, forexample, $5.00, $10.00, $20.00, $50.00, etc. These cards contain the PINnumbers discussed above, and are used to replenish pre-paid wirelessaccounts by the value of the card. Of course, the value of the card inwireless service could vary from the purchase price of the card. Cardscan be worth more in wireless service than their purchase price in orderto give customers volume discounts for purchasing higher denominationcards. After the cards have been purchased, customers can use the IVRsystem to add the value of the card to their pre-paid accounts, asdiscussed above.

Referring to FIGS. 5-7, system 400 includes provisions to assistcustomers in finding the nearest location of a store or venue wherethese special cards are available for purchase. Option 3 (item 503 inFIG. 5) in main menu 418 corresponds to the selection, “ReplenishmentLocations.” When a customer selects this option, system 400 enters themenu for this option in step 700 and offers a choice in step 702. Thecustomer can choose to either speak with a CSR (1), or enter a zip code(2). If the customer chooses option (1), then the customer's call isrouted to a CSR in step 704. If the customer chooses to enter a zipcode, system 400 requests entry of a zip code and receives the currentzip code of the customer in step 706. After the zip code has beenentered, system 400 retrieves selected location information in step 708.

This location information can be stored in the same device or peripheralwhere the IVR application resides, or the location information can bestored on a database that is separate from the device or peripheral thathouses the IVR application. Preferably, the location information isstored in a database. This database can reside on IP 206, SCP 204 or ina separate system. Preferably, the location information is storedaccording to zip code for fast retrieval.

There are many different ways the IVR system 400 can recite thelocations to the customer in step 708. All, some, or one of thelocations associated with a given zip code could be recited to thecustomer. The number of locations recited can be varied depending on thepreferences of the customer and/or the discretion of the IVR serviceprovider. Preferably, five locations are recited to the customer.

There are also many different ways the list of selected locations can beordered when recited to the customer. In other words, system 400 candetermine which location is recited first, second, third, and so on, tothe customer. In addition, the list of retrieved locations can berandomized, and the first several locations can be recited to thecustomer. In an exemplary embodiment of the present invention, all ofthe locations for a particular zip code are placed in random order. Thisrandomizing can occur once, at pre-selected time intervals, for example,every 10 minutes, every hour, every day, or every time a customerrequests a list of locations. After the list has been randomized, thefirst five locations are recited to the customer.

If the list of recited locations is less than all of the locations for aparticular zip code, then the customer can opt to listen to additionallocations. In the exemplary embodiment, after the customer has listenedto the first five locations, the customer can opt to listen to the nextfive locations, and so on.

Preferably, when the locations are recited, the name of the store orvenue is recited, along with the street address. Relevant landmarks,adjacent major roads, and/or directions can also be recited along withthe name and the street address.

(4) Account Profile

If the customer selects “account profile” from main menu 418 by entering“4,” then the customer is directed to the account profile menu 800.Preferably, account profile menu 800 includes several different options.Some options available on account profile menu 800 preferably include(1) the ability to change the customer's password or passcode, (2) theability to change the spoken language of the voice prompts; and (3) theability to vary the prompt level. Systems can include anywhere fromnone, one, several or all of these options. In addition, systems canalso include additional options that vary account preferences or accountprofile characteristics.

The preferred embodiment of the account profile menu is shownschematically in FIG. 8. After the customer has entered “4” in the mainmenu, the customer is directed to the account profile menu 800.Preferably, after the customer is directed to the account profile menu800, the system recites the account profile menu 800 options. In oneembodiment of the present invention, the system recites, “To changepassword (or passcode), press 1; to change language preference, press 2;to select prompt level, press 3; and to deactivate your account press5.” After hearing the menu options, the customer enters a selection.

If the customer wants to change the password or passcode, the customerwould select the first option 802, preferably by entering the number 1.After the selection has been received by the system, the system thenmoves on to the next step 804, where the system asks the customer toenter a new password or passcode.

After the new password or passcode has been received by the system, thesystem moves on to the third step 806 where the system replays the dataentered by the customer. After the data has been replayed, the systemasks the customer if the replayed data is correct. Preferably, thesystem confirms the new password or passcode by asking the customer toenter a response, for example, pressing the number “1,” if the replayeddata corresponds with the new password or passcode. If the customerresponds with a “1,” for example, then the system knows that the newpassword or passcode is correct. The system associates that password orpasscode with the customer. If a different response is received or if noresponse is received, the system can inform the customer that the newpassword or passcode has not been accepted. The system can then eitherreturn to the first step 802 of the change password or passcode menu,return to the main menu, or exit out of the system.

If the customer wants to change the spoken language used by the systemfor their prompts, then the customer would select the change languagepreference menu 808. Preferably, the customer indicates this section byentering a “2.” Once the customer has selected the change languagepreference menu 808, the system then offers a variety of languagechoices to the customer.

Any number of suitable number of language choices can be offered.Preferably, the language choices offered reflect the languages that areused by customers. In an exemplary embodiment, two language choices,English and Spanish are offered. Other language choices could also beoffered. Preferably, the system recites the various language choices inthe second step 810 of the change language selection 808. Preferably,the language choices are recited in the language offered and thelanguage choices preferably correspond to a number.

After the language choices have been offered, the system gives thecustomer the opportunity to enter a selection. Once the system hasreceived the selection, the system progresses to the third step 812 ofthe change language selection. In this third step 812, the systemconfirms the language selection. Preferably, the system asks thecustomer to confirm the language selection by entering a number. If thesystem receives the appropriate number, the system associates thelanguage selection with the customer, and future interaction with thecustomer via prompts is conducted in the selected language. If thesystem receives the incorrect confirmation number or receives noconfirmation number, there are several things the system can do. Thesystem can ask the customer to re-enter the confirmation number, thesystem can inform the customer that the selected language has not beenconfirmed and therefore, the previously used language will be used, thesystem can return to the change language menu 808, or the system canexit the system. The system can also do a combination of these steps.

Another option available to customers is the ability to vary the promptlevel. Prompt level generally refers to the frequency and content of themessages provided by the system to the customer. By selecting thisoption, customers can vary how often and what kind of announcements theyreceive. Preferably customers can select this option by entering thenumber “4” from the account profile menu 801. After customers selectthis option, customers are directed to the adjust prompts menu 814.There are several different embodiments of adjust prompts menus 814 inaccordance with the present invention.

In one embodiment, the system offers two choices in the select promptsstep 816. Preferably, these steps are associated with a number, forexample, “1” and “2,” so the system asks the customer to select “1” formaximum prompts and “2” for minimum prompts. If the customer selects “I”for maximum prompts, the system associates the maximum prompt selectionwith the customer in step 818. Similarly, if the customer selects “2”for minimum prompts, the system associates the minimum prompt selectionwith the customer in step 820.

In the context of this embodiment, maximum announcements refers to theoption where customers hear a series of announcements every time theymake a call. The service provider can vary the content of thoseannouncements. For example, one possible announcement would include thecurrent account balance, the time and date of the last incoming oroutgoing call, the duration of the call, and the cost of the call. Ofcourse, different types of messages related to the customer's account orcalling activity can be included in the announcement. Also, theannouncement mentioned above could be shortened and different aspects ofthe announcement could be removed.

Regardless of which announcement is provided to the customer, themaximum prompts option plays the announcement every time the customeroriginates a call (outgoing call, the customer uses the wirelesstelephone to call another party) and provides an opportunity for thecustomer to hear the announcement every time the customer receives anincoming call (the customer receives a call on the wireless phone from acalling party).

If the customer opts for minimum prompts, the customer receives theannouncement whenever their account balance falls below a predeterminedlevel. The level can be set either in monetary units or in time units.For example, if the predetermined level is set at $10.00, then thesystem plays the announcement to the customer when the customer'saccount balance falls below $10.00. Another predetermined level could bezero minutes or zero dollars. This predetermined level can be set to anylevel desired by the service provider.

Another approach is to have a predetermined level based on the number ofminutes available in the account. With taxes, tariffs, long distancecharges, roaming charges, land line access fees and other charges thataffect the cost of a call, it is difficult to determine, with exactcertainty, how many minutes are available to a customer. So the systemestimates the amount of time available in a customer's account. Anysuitable method of estimating the time remaining may be used. Oneexample of estimating the remaining time is to compute the average costper unit time historically, and use that rate, along with the remainingaccount balance, to estimate the remaining time.

In another embodiment, additional flexibility is offered to the customerto specifically tailor the various announcement parameters. A sub-menu822 provide announcement options to customers. When customers enter thissub-menu 822, the system informs them of their choices. Some optionsavailable to customers include (I) the method of delivery 824; (2) thecontent 826; (3) pre or post call 828; and (4) frequency 830. Customerspreferably indicate a selection by pressing the corresponding number ontheir keypads.

By selecting “1,” the customer can choose the way in which theannouncement is delivered to them. The announcement can be delivered asa voice message, as disclosed above, or the announcement can be sent asa text message that is displayed on their wireless telephones.Preferably, SMS (Short Messaging Services) protocol in accordance withwireless telecommunications standards organizations such as TIA/EIA-41or ETSI, is used to send the text messages.

Customers can modify the content of the announcement by selecting “2.”This places the customer in sub-menu 826. The system offers manydifferent possible messages including current account balance, the timeand date of the last incoming or outgoing call, the duration of thecall, the cost of the call, and information related to the lastreplenishment. Other types of messages related to the customer's accountor calling activity can also be included in the announcement. Whencustomers enter sub-menu 826, they have the ability, by navigatingthrough the sub-menu, to pick and-choose which messages they wantincluded in their announcement.

By selecting “3,” customers enter a sub-menu 828, where they can selecteither pre or post call announcements. A pre-call announcement is anannouncement that is played when the customer originates an outgoingcall. Before the call is connected (that is, before the called party isconnected to the call) the announcement is played to the customer. Apost-call announcement is an announcement that is played after a callhas ended. In order for a customer to hear a post-call announcement, thecustomer stays on the line after the other party has hung up. Thissignals the system that the customer is waiting for a post-callannouncement. After the system has sensed that the customer is still onthe line after the other party has hung up, the system plays a post-callannouncement. In sub-menu 828, customers can elect to receive either preor post-call announcements. Customers can also elect to receive both preand post-call announcements.

The fourth option is the frequency option. Customers enter sub-menu 830by pressing “4.” In sub-menu 830, customers can select the frequency oftheir announcements. In other words, customers can tell the system howoften they would like to receive the announcement.

Some frequency options include a set period. For example, one optioncould be that the announcement is played every time a call is made orreceived. Another period could be that the announcement is played everyseveral calls, for example, every 5^(th) call or every 10^(th) call.

Another period could be time. The customer could set the period to beevery 10 minutes of usage or every 30 minutes of usage. With these timerelated periods, the system would play the announcement during the nextavailable pre or post-call opportunity after the customer has used thetelephone for the pre-selected period of time. In the examples givenabove, the system would wait for the customer to use the telephone forthe pre-selected period of time, and then after that period of time hasbeen exceeded, the system would play the announcement at the nextavailable opportunity. By waiting for the next available opportunity,the system does not play the announcement during a call or while anotherparty is on the line. The announcement may contain personal andconfidential information and is intended solely for the customer. Bywaiting for an available opportunity, the system endeavors to protectthe confidential information of the customer.

Available funds is another frequency option. Like the time option,customers could select a certain dollar amount as their period. Oneexample is $10.00. So, the system would play the announcement every timethe customer's account was reduced by $10.00. Similar to the time periodoption, the system waits for an appropriate opportunity to play theannouncement.

Another option is a threshold option. Using this option, the customerdoes not receive any announcements until the account balance falls belowa pre-selected level. For example, if the level was set at $10.00, thecustomer would hear no announcements until the customer's accountbalance fell below $10.00. Then, after the account balance fell belowthat level, the system would play the announcement at every call.

FIG. 9 is a flow diagram that illustrates a preferred embodiment of theannouncement feature. The items referred to in FIG. 9 are shownschematically in FIG. 2. The process starts 902 in one of two ways. Forpre-call announcements, the process starts when the customer originatesan outgoing call by sending dialed digits from a wireless phone. Forpost-call announcements, the process begins when the system senses thata pre-paid wireless customer did not hang up after the other party hashung up. In other words, the customer stays on the line after the otherparty hangs up. If either of these two conditions is met, the processbegins.

In step 904, Mobile switching system 202 receives both the telephonenumber of the customer along with the dialed digits. Mobile switchingsystem 202 communicates with SCP 204 and notifies SCP 204 that a mobilenumber associated with a customer has originated a call that includesdialed digits.

In step 906, a pre-paid application 216 on SCP 204 uses the mobilenumber to retrieve account information associated with that mobilenumber. This account information preferably includes features andservices purchased by the customer, account balance information, andannouncement preferences.

Once the account information has been retrieved, SCP 204 determines, instep 908, if an announcement should be made. If SCP 204 determines thatno announcement is necessary, SCP 204 directs mobile switch 202 tocomplete the call.

If SCP 204 determines that an announcement is necessary, SCP 204 willthen determine the method by which the announcement should be sent tothe customer in step 912. In step 912, SCP 204 determines if a voicemessage should be sent or a text message should be sent. If a voicemessage is to be sent, SC? 204 retrieves the announcement contentpreferences and instructs IP 206 to play an announcement containing thecontent selected by the customer. This is accomplished in step 914.After the announcement has ended, SC? 204 instructs mobile switch 202 tocomplete the call in step 918. If the customer has selected a textmessage, SC? 204 retrieves the announcement content preferences anddelivers a text message containing the content selected by the customerby known methods. Preferably, SMS is used to deliver the text message tothe customer's wireless telephone: The text message is delivered in step916. After the text message has been sent, or while the text message isbeing sent, SCP 204 instructs mobile switching system 202 to completethe call in step 918.

Post-call announcements progress in a similar fashion. However, theprogression of post-call announcements include the followingdifferences. As described above, post-call announcements are started instep 902 by mobile switching system 202 detecting the condition that apre-paid wireless customer did not hang up after the other party hungup.

Another difference between pre and post-call announcements is theprogression of the call at step 912. For post-call announcements thatare sent by an SMS text message, SCP 204 can terminate the call at step912, after SCP 204 has determined that a SMS text message has beenrequested instead of a voice message. There is no need to maintain avoice channel to transmit text to the customer's wireless telephone, soto conserve system resources, mobile switching system 202 is preferablyinstructed to terminate the voice channel as soon as SCP 204 hasdetermined that a text message instead of a voice message is to bedelivered.

(5) Promotions 505

Selecting “5” allows customers to listen to promotions offered by thewireless telephone service provider. Preferably, the system includesprovisions that permit the service provider to change and alter thepromotion information throughout the year. The system also preferablypermits multiple promotions that are accessible to customers through asub-menu under promotions 505.

The foregoing disclosure of embodiments of the present invention hasbeen presented for purposes of illustration and description. It is notintended to be exhaustive or to limit the invention to the precise formsdisclosed. Many variations and modifications of the embodimentsdescribed herein will be obvious to one of ordinary skill in the art inlight of the above disclosure. The scope of the invention is to bedefined only by the claims appended hereto, and by their equivalents.

1. An interactive voice response system for pre-paid wireless servicescomprising: a peripheral device in communication with a mobile switchingsystem, the mobile switching system capable of communicating with atleast one wireless device; and an interactive voice response (IVR)application on the peripheral device comprising a menu driven systemadapted to receive information from a customer, the menu driven systemto interact with the customer to receive a request from the customer toselect variable aspects of announcements made to the customer.
 2. Theinteractive voice response system according to claim 1, wherein therequest from the customer is to select a prompt level provided by thesystem to the customer, the prompt level determining frequency ofmessages provided by the system to the customer.
 3. The interactivevoice response system according to claim 2, wherein the selection of theprompt level is for the customer to receive one of maximum prompts andminimum prompts.
 4. The interactive voice response system according toclaim 3, wherein selection of the maximum prompts provides forannouncements every time the customer makes a call.
 5. The interactivevoice response system according to claim 3 wherein selection of theminimum prompts provides fewer announcements than selection of maximumprompts and provides announcements whenever an account balance fallsbelow a predetermined level.
 6. The interactive voice response systemaccording to claim 1, wherein the peripheral device includes at leastone of an Intelligent Peripheral (IP) and a Service Control Point (SCP).7. The interactive voice response system according to claim 6, whereinthe menu driven system resides on the SCP and communicates with at leastone of the mobile switching system using Intelligent Network (IN)Transactional Capabilities Application Part (TCAP) messaging and anIntelligent Peripheral using TCP/IP.
 8. The interactive voice responsesystem according to claim 6, wherein the menu driven system resides onthe SCP and communicates with at least one of the mobile switchingsystem using IN TCAP messaging and an Intelligent Peripheral using INTCAP messaging over CSS7 Network, and wherein the Intelligent Peripheralplays voice messages and communicates with the mobile switching systemthrough a voice path.
 9. The interactive voice response system accordingto claim 1, wherein the menu driven system interacts with the customerto receive as the request from the customer, a selection in howannouncements are delivered to the customer.
 10. The interactive voiceresponse system according to claim 9 wherein the selection is for one ofannouncements delivered as voice messages and announcements delivered astext messages.
 11. The interactive voice response system according toclaim 9 wherein the menu driver system interacts with the customer toreceive the request from the customer to select announcements to bedelivered as text messages.
 12. The interactive voice response systemaccording to claim 9 wherein the menu driver system interacts with thecustomer to receive as the request a selection of one of pre and postcall announcements.
 13. A method of operating an interactive voiceresponse system for pre-paid wireless services comprising: interactingwith a pre-paid wireless customer using an interactive voice response(IVR) application having a menu driven system receiving information froma customer; and receiving a request from the customer using the menudriven system to select aspects of announcements made to the customer.14. The method according to claim 13 further comprising, responsive tothe request from the customer, varying a prompt level provided by thesystem to the customer, the prompt level selecting frequency of messagesprovided by the system to the customer.
 15. The method according toclaim 13, further comprising: receiving the request from the customer toreceive one of maximum prompts and minimum prompts; responsive to therequest for maximum prompts providing announcements every time thecustomer makes a call; and responsive to the request for minimum promptsproviding announcements whenever account balance falls below apredetermined level.
 16. The method according to claim 13, furthercomprising receiving the request from the customer to select one ofdelivering announcements to the customer as voice messages anddelivering announcements to the customer as text messages.
 17. Themethod according to claim 13 further comprising receiving as the requesta selection of one of pre and post call announcements.